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The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World Hardcover – 20 Sep 2011

4.3 out of 5 stars 16 customer reviews

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  • The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World
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  • The Ten Principles Behind Great Customer Experiences (Financial Times Series)
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  • The Effortless Experience: Conquering the New Battleground for Customer Loyalty
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Product details

  • Hardcover: 304 pages
  • Publisher: Harvard Business Review Press; Revised, Expanded ed. edition (20 Sept. 2011)
  • Language: English
  • ISBN-10: 1422173356
  • ISBN-13: 978-1422173350
  • Product Dimensions: 15.9 x 2.5 x 24.1 cm
  • Average Customer Review: 4.3 out of 5 stars 16 customer reviews
  • Amazon Bestsellers Rank: 127,404 in Books (See Top 100 in Books)
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Review

“This year, Reichheld, who is a fellow at Bain & Company as well as the founder of its loyalty practice, and Rob Markey, head of the company's global strategy and marketing practice, published The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, an updated and expanded version of The Ultimate Question. The original lit the spark for the Net Promoter fire in 2006.” — CRM magazine

“wonderful new book” – FORBES.com

“A variety of companies have started using this: Charles Schwab, Apple, Progressive, Virgin Media, and more. Check out the book and see how to use it for your company.” – 800 CEO READ

About the Author

Fred Reichheld is a Fellow at Bain & Company. He is the bestselling author of The Loyalty Effect, published by Harvard Business Review Press, as well as numerous articles published in Harvard Business Review. Rob Markey is a partner and director in Bain & Company’s New York office and head of the firm’s global Customer Strategy and Marketing practice.



Customer reviews

4.3 out of 5 stars
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on 13 February 2012
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TOP 500 REVIEWERon 5 October 2011
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on 20 June 2013
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on 24 January 2014
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on 14 October 2012
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on 27 September 2015
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on 12 April 2012
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